Darren Freetage
Myrtle Beach,SC
Summary
Dynamic leader with a proven track record at Charter Communications, Time Warner Cable, enhancing customer satisfaction and team productivity. Expert in problem-solving and team building, successfully coached employees and improved service quality. Implemented training programs that boosted team performance, demonstrating exceptional customer service and leadership skills.
Overview
30
30
years of professional experience
Work History
Sales and Customer Service Supervisor
Charter Communications, Time Warner Cable
Akron, OH
01.1994 - 05.2024
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Conducted regular quality assurance checks on team interactions with customers, ensuring adherence to company standards.
- Coordinated with other departments to ensure seamless customer experience.
- Enhanced team morale and productivity by implementing regular feedback sessions and recognition programs.
Education
Bachelor Of Communications - Mass Media
The University of Akron
Akron, OH01.1991
Skills
- Problem-Solving
- Time Management
- Customer Service
- Team Building and Leadership
- Training and mentoring
- Team Development
- Work Prioritization
- Positive and Constructive Feedback
- New Hire Training
- Handling Escalations
Accomplishments
Winner of Total Quality Service Award multiple times throughout the year.
Timeline
Sales and Customer Service Supervisor
Charter Communications, Time Warner Cable
01.1994 - 05.2024
Bachelor Of Communications - Mass Media
The University of Akron